image for site

Limiting Agent Access to Group Tickets in Zendesk

Discover how to limit agent access to tickets within their groups in Zendesk for effective brand restriction.

How do I limit agent access to tickets within their groups in Zendesk?

Limiting agent access to tickets within their groups is crucial for brand restriction in Zendesk.

For Enterprise plans, you can create or edit custom roles to restrict agents to only access tickets within their groups. For Suite Growth and Professional plans, you can set these restrictions directly from the agents' profiles in Support. This ensures agents only handle tickets for the brands they are assigned to.


More related questions

How can I restrict agents to specific brands in Zendesk?

To restrict agents to specific brands in Zendesk, you need to create groups, limit agents to those groups, and set up triggers. First, create groups for each brand, adding agents whose access you want to restrict. Then, limit agent access to…

What are the steps to create groups for brand restriction in Zendesk?

Creating groups is the first step to restrict agents to specific brands in Zendesk. After setting up multiple brands, create groups that align with your brand structure. You can opt for a simple setup with one group per brand or a more complex…

How can I set up triggers to route tickets to the correct brand group in Zendesk?

Setting up triggers is essential to route tickets to the correct brand group in Zendesk. Create triggers that activate when a ticket is created for a specific brand. The trigger should then assign the ticket to the appropriate group. You can also…

Can I add group-limited views for brand-specific tickets in Zendesk?

Yes, you can add group-limited views to manage brand-specific tickets in Zendesk. This optional step allows you to restrict views to a specific group, ensuring only designated agents can see tickets for a particular brand. However, be aware that…

What happens if an agent changes the brand of a ticket in Zendesk?

If an agent changes the brand of a ticket in Zendesk, they can still access it as long as it remains assigned to their group. To further restrict access, you can set up a trigger that reassigns the ticket when the brand is changed. This ensures…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites